Senior Escalation Engineer - Storage & Infra
Everpure
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Benefits offered by this job
Job summary
Everpure in Santa Clara seeks a Staff Escalation Engineer to own high-stakes technical escalations across hardware, software, and environment factors. You will bridge frontline support with Engineering, mentor the team, and drive product reliability in a customer-first culture.
The role requires multi-platform troubleshooting, excellent communication, and the ability to lead cross-functional efforts while participating in on-call rotations.
Qualifications
- Minimum four years experience in a customer-facing or technical support role.
- Advanced troubleshooting across multi-platform environments (Linux/Windows, networks, storage).
- Domain expertise in Active Cluster, Purity and related technologies with engineering triage ability.
- Strategic communication leading large customer calls and executive escalations.
- Collaborative leadership and ability to mentor others.
Responsibilities
- Lead high-stakes resolutions for complex escalations across hardware, software, and environmental factors.
- Bridge engineering gaps by triaging defects and sharing field insights.
- Create internal and customer-facing documentation and deliver SME training.
- Own the customer experience and advocate for customer needs to influence product reliability.
- Participate in on-call rotations to provide global support.
Skills
Education
Tools
Job description
Everpure in Santa Clara seeks a Staff Escalation Engineer to own high-stakes technical escalations across hardware, software, and environment factors. You will bridge frontline support with Engineering, mentor the team, and drive product reliability in a customer-first culture.
The role requires multi-platform troubleshooting, excellent communication, and the ability to lead cross-functional efforts while participating in on-call rotations.
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